White Papers

Four Keys to Great Member Experiences

In this white paper, trusted advisor Mark Edelman lays out four ways you can improve member experience within your credit union. 

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Improving Customer Experiences

Beginning a customer experience project  to improve customer journey can be a daunting task. Use this white paper to learn the technologies and process you can implement to get started.

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Workforce Optimization in the Cloud

In this white paper, we explore the benefits of using a cloud based workforce optimization solution versus having a solution deployed on-premise. Technology, usage, flexibility and total cost of ownership including ongoing upgrades are all covered.

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Are Your Coaching Methods on Target

Building a coaching program will help improve agent effectiveness, engagement and customer satisfaction. Is your coaching program in need of a tune up and some fresh ideas? Read this white paper to make sure your program is successful.

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How WFO Helps Patient Access

Workforce optimization can help patient access in many ways, such as, registration accuracy, pre-op approvals, insurance coding accuracy, compliance, amongst others. Read more in this white paper.

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Customer Centricity

Aligning people, process and technology is challenging. Learn how a customer centricity focus can help with this challenge and help you deliver a compelling customer experience that will lead to customer loyalty and financial performance.

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Right Sizing Speech Analytics

Informative white paper authored by Frost & Sullivan discusses how a right sized speech analytics approach can give organizations valuable insight into customer experience without breaking the bank.

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Agent Effectiveness to Enterprise Performance

Workforce optimization is not just about coaching and motivating agents, it's now reaching the entire enterprise which has impact on product and services, including service levels in the contact center. In this white paper by Frost and Sullivan, the capabilities of WFO beyond the contact center are explored.

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Your Agents Mean Business

Agents effectiveness and performance can make a huge difference in the customer experience and operating results of your company. This white paper outlines some of the methods used to improve these areas and results other companies have seen.

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